A study on factors affecting online food delivery experience

Abstract

Before the pandemic, restaurants were gradually adapting to the food delivery platforms along with dine in. As the pandemic came in, people suddenly proceeded to live in their homes a lot more and do leisure activities from the comfort of their homes. As the pandemic surged and the implementation of government rules came into existence, consumers stopped dining-in. The only medium of resort was the adoption of digital aid. This study aims to understand the various factors that affect the Online Food Delivery Experience (OFDO). This quantitative study was conducted on 354 respondents following a descriptive research design using a structured questionnaire. The study showed that factors such as time-saving orientation, hygiene maintenance, good food quality, good e-service quality, and technological readiness among people have a positive influence on the Food Delivery platform experience. Where as, fear of privacy and security and perceived threats have a negative impact on the food delivery platform experience. A Chi-square test was used to analyse the influence of various factors such as time-saving orientation, E-Service quality, food quality and hygiene on the experience with food delivery platforms.